Relevant bibliographies by topics / Poor Customer Relationship Management

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Poor Customer Relationship Management'

Author: Grafiati
Published: 7 June 2025
Last updated: 2 August 2025

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Journal articles on the topic "Poor Customer Relationship Management"

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Vem, Linus Jonathan, Joy Philip Mshelmbula, Abel Daniel Ochigbo, and Ruth Agwom-Panle. "How Internal Customer Relationship Management and Word of Mouth, Affect Customer Loyalty." ETIKONOMI 23, no. 1 (2024): 81–92. http://dx.doi.org/10.15408/etk.v23i1.26921.

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Originality: The competition in the banking industry has necessitated a concerted effort to ensure a sustainable internal and external customer relationship. Studies that focus on the internal customer relationship and internal customers’ word of mouth on external customer loyalty is rareObjective: This study investigates how Employees' Positive Word of mouth (PWoM) mediates the relationship between internal customer relationship management (IntCRM) and external Customer Loyalty (CL) using social exchange and image theoryMethodology: A cross-sectional research design was used, and a sample of
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Roshni, Agarwal. "Customer Relationship Management in Retail Sector." International Journal of Innovative Science and Research Technology 7, no. 2 (2022): 77–94. https://doi.org/10.5281/zenodo.6201454.

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Customer relationship management is a never ending process and it has gained immense importance in the recent years. With the change in market scenario, the conditions have changed tremendously. Earlier, the market was seller centric but with the change in time, the market has become customer centric. Where the main focus is on customer needs and wants and customers are treated as the king in the market. It is very much important for the business firms to meet the expectation of the customer so as to ensure their long term footing in such a competitive market. CRM is the key to maintain a heal
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Syed Ismail al-Qudsy, Sharifah Hayaati, Madihatun Zainuddin, and Pg Siti Rozaidah Pg Hj Idris. "Public Complaint in Islamic Management: Its Relationship with Customer Satisfaction Achievement." Kajian Malaysia 42, no. 1 (2024): 167–86. http://dx.doi.org/10.21315/km2024.42.1.8.

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Public complaint management (PCM) is important in determining customer satisfaction. Unsatisfied customers can tarnish the organisation’s image and the achievement of customer satisfaction (ACS). This study analyses public complaints from contemporary and Islamic perspectives with a case study at the Lembaga Tabung Haji (TH) in Malaysia. It aims to examine the concepts through how public complaints are governed by the Islamic agency, i.e., TH Malaysia, and investigate whether the PCM has achieved customer satisfaction and is in line with Islamic principles. TH has served the public trust for d
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Tax, Stephen S., Stephen W. Brown, and Murali Chandrashekaran. "Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing." Journal of Marketing 62, no. 2 (1998): 60–76. http://dx.doi.org/10.1177/002224299806200205.

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Many companies consider investments in complaint handling as means of increasing customer commitment and building customer loyalty. Firms are not well informed, however, on how to deal successfully with service failures or the impact of complaint handling strategies. In this study, the authors find that a majority of complaining customers were dissatisfied with recent complaint handling experiences. Using justice theory, the authors also demonstrate that customers evaluate complaint incidents in terms of the outcomes they receive, the procedures used to arrive at the outcomes, and the nature o
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Sibanda, Vusumuzi, and Malias Ndhlela. "CUSTOMER RELATIONSHIP MANAGEMENT AS A CUSTOMER RETENTION TOOL: A CASE STUDY OF OK ZIMBABWE LIMITED." EPH - International Journal of Business & Management Science 1, no. 3 (2015): 15–24. http://dx.doi.org/10.53555/eijbms.v1i3.39.

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This study sought to establish Customer Relationship Management as a customer retention tool at OK Zimbabwe Limited in Bulawayo Metropolitan Province. The study investigated why organisations should care about existing customers and explored challenges on the implementation of Customer Relationship Management as a customer retention tool. The mixed research design was used to enable an in-depth qualitative establishment of Customer Relationship Management as a customer retention tool at OK Zimbabwe Limited. Convenient sampling and purposive sampling techniques were employed in the selection of
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Sibanda, Vusumuzi, and Malias Ndhlela. "CUSTOMER RELATIONSHIP MANAGEMENT AS A CUSTOMER RETENTION TOOL: A CASE STUDY OF OK ZIMBABWE LIMITED." EPH - International Journal of Business & Management Science 1, no. 4 (2015): 23–32. http://dx.doi.org/10.53555/eijbms.v1i4.44.

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This study sought to establish Customer Relationship Management as a customer retention tool at OK Zimbabwe Limited in Bulawayo Metropolitan Province. The study investigated why organisations should care about existing customers and explored challenges on the implementation of Customer Relationship Management as a customer retention tool. The mixed research design was used to enable an in-depth qualitative establishment of Customer Relationship Management as a customer retention tool at OK Zimbabwe Limited. Convenient sampling and purposive sampling techniques were employed in the selection of
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Grace Ufuoma, Jakpa. "Customer Relationship Management (CRM) and Organizational Performance in Nigeria." British Journal of Management and Marketing Studies 7, no. 1 (2024): 151–57. http://dx.doi.org/10.52589/bjmms-bax83ndn.

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This study investigated the effect of customer relationship management (CRM) on banks’ performance in Nigeria. To do this, 220 questionnaires were administered to employees of 5 selected commercial banks out of which 212 were fully retrieved. Data obtained via the questionnaire was analyzed using descriptive and parametric tests (regression). Based on the analysis, we found a significant relationship between CRM and profitability. Also, a significant relationship was found between CRM, asset base and turnover of the selected commercial banks. Based on the results, it was recommended that effor
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Mohammed, M. L., and Yahaya Isa Mohammed. "Critical Examination of Service Quality and Relationship Marketing in Establishing Sustainable Long Term Customer Relations in Commercial Contexts." IIARD INTERNATIONAL JOURNAL OF ECONOMICS AND BUSINESS MANAGEMENT 8, no. 3 (2022): 17–26. http://dx.doi.org/10.56201/ijebm.v8.no3.2022.pg17.26.

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Service Quality and Relationship Marketing compatibly build and improve customer relationships with the marketers in business environment. The Objective of this paper is critical examination of the interdependent nature between service quality and relationship marketing in establishing sustainable long term relationship with customers in business operations. The paper employed the use of secondary source to obtain information related to the topic. The facets of relationship marketing can be explored, with the greatest emphasis on internal services and marketing. Higher quality services came fr
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Gonzales, Ririn, Rizki Amalia Putri, and Siska Puspita Sari. "Three-Dimensional Analysis of PT Pertamina's Customer Oriented Perspective of New Public Management." Jejaring Administrasi Publik 15, no. 2 (2023): 93–107. http://dx.doi.org/10.20473/jap.v15i2.52290.

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In the past few years, the country’s manufacturing companies have been caught in a vicious cycle caused by poor working capital to affect the investment surplus. Using the New Public Management approach is considered suitable for carrying out the process of public value creation. There is limited literature which discusses the importance of customers' role from the perspective of New Public Management. This research discusses about customer-oriented public services precisely at PT Pertamina. This research aims to see the importance of customer position in a company because their relationship i
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Isimoya, Augustine O., and Bamidele E. Bakarey. "Employees’ Empowerment and Customers’ Satisfaction in Insurance Industry in Nigeria." Australian Journal of Business and Management Research 03, no. 05 (2013): 01–11. http://dx.doi.org/10.52283/nswrca.ajbmr.20130305a01.

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This study examines the relationship between employees’ empowerment and customers’ satisfaction in the insurance industry in Nigeria. Based on extant empowerment literature, perceived employee satisfaction, perceived employee loyalty and perceived commitment impact on perceived product quality and perceived service quality delivery. We used a survey of 200 employees from insurance companies operating in Nigeria to examine the relationship between employees’ empowerment and customer satisfaction. The results of hypothesis tested confirm that, there is a significant relationship between employee
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Dissertations / Theses on the topic "Poor Customer Relationship Management"

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Tavares, Pedro Daniel. "Segmentação dos usuários de cartão de crédito por meio da análise de cesto de compras." Universidade de São Paulo, 2012. http://www.teses.usp.br/teses/disponiveis/12/12139/tde-16032012-183822/.

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Esta dissertação de mestrado tem como objetivo, elaborar um modelo de segmentação baseando-se no comportamento comprovado de consumo de clientes, valendo-se das técnicas de Análise de Associação e Análise de Cesto de Compras, aplicadas aos dados das faturas de cartão de crédito dos clientes. A partir do modelo proposto, testou-se a previsibilidade das próximas transações dos clientes por meio de uma amostra de validação. A motivação desta pesquisa provém de três pilares: Contexto Científico, Tecnológico e Mercadológico. No Contexto Científico, apesar de já terem sido publicados artigos que ass
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Simmons, Robert Lee. "The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, and Revenue." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1451.

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Given that analysts expect companies to invest $22 billion in Customer Relationship Management (CRM) systems by 2017, it is critical that leaders understand the impact of CRM on their bottom line. The purpose of this correlational study was to investigate potential relationships between the independent variables of customer satisfaction and CRM utilization on the dependent variable of business revenue. The service-profit chain formed the theoretical framework for this study. The study population included 203 service branches for an industrial equipment manufacturer in North America. The servic
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Arndt, Oliver H. "Fähigkeiten im Customer Relationship Management /." Bamberg : Difo-Druck, 2009. http://aleph.unisg.ch/hsgscan/hm00264325.pdf.

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Voss, Julian. "Customer-Relationship-Management im Agribusiness." Göttingen Sierke, 2008. http://d-nb.info/989845397/04.

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Suárez, Néstor Mauricio. "Estrategia CRM (Customer Relationship Management)." Master's thesis, Universidad Nacional de Cuyo. Facultad de Ciencias Económicas, 2011. http://bdigital.uncu.edu.ar/4481.

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Realizar una propuesta metodológica que permita analizar, diseñar e implementar una estrategia CRM en las empresas de servicios públicos de Mendoza.<br>Fil: Suárez, Néstor Mauricio. Universidad Nacional de Cuyo. Facultad de Ciencias Económicas.
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Дядечко, Алла Миколаївна, Алла Николаевна Дядечко, Alla Mykolaivna Diadechko, and G. Shaban. "Customer relationship management (crm) strategy." Thesis, Вид-во СумДУ, 2009. http://essuir.sumdu.edu.ua/handle/123456789/16796.

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Arndt, Dirk. "Customer-information-Management ein Referenzmodell für die Informationsversorgung im Customer-Relationship-Management." Göttingen Cuvillier, 2008. http://d-nb.info/98980853X/04.

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Greve, Goetz. "Erfolgsfaktoren von Customer-Relationship-Management-Implementierungen /." Wiesbaden : Deutscher Universitäts-Verlag, 2006. http://dx.doi.org/10.1007/3-8350-5705-7.

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Hedin, Magnus, and Niklas Sjöblom. "Customer Relationship Management och dess implementeringsproblem." Thesis, Uppsala University, Department of Business Studies, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-7574.

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Felix, Amoah. "Customer relationship management practiced by KOSAB." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1008046.

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Customer relationship management (CRM) presents a new paradigm shift to the old traditional marketing strategies that are known and practiced by many organisations in South Africa and across the globe. Competition is not an excuse for failure anymore. Organisations that do not have any concrete strategies in dealing with the customer will not survive in the market. The ultimate goal of CRM is to enable organisations to forge closer ties with the customer so that a solid bond can be created to enhance loyalty and satisfaction. The goal for this research was to identify the CRM strategies used b
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Books on the topic "Poor Customer Relationship Management"

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Kumar, V., and Werner Reinartz. Customer Relationship Management. Springer Berlin Heidelberg, 2018. http://dx.doi.org/10.1007/978-3-662-55381-7.

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Sperl, Friederike. Customer Relationship Management. Springer Fachmedien Wiesbaden, 2016. http://dx.doi.org/10.1007/978-3-658-11547-0.

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Muther, Andreas. Customer Relationship Management. Springer Berlin Heidelberg, 2002. http://dx.doi.org/10.1007/978-3-642-56222-8.

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Schwetz, Wolfgang. Customer Relationship Management. Gabler Verlag, 2001. http://dx.doi.org/10.1007/978-3-322-89528-8.

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Schwetz, Wolfgang. Customer Relationship Management. Gabler Verlag, 2000. http://dx.doi.org/10.1007/978-3-322-92002-7.

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Kumar, V., and Werner Reinartz. Customer Relationship Management. Springer Berlin Heidelberg, 2012. http://dx.doi.org/10.1007/978-3-642-20110-3.

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Link, Jörg, ed. Customer Relationship Management. Springer Berlin Heidelberg, 2001. http://dx.doi.org/10.1007/978-3-642-56552-6.

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Rajola, Federico. Customer Relationship Management. Springer Berlin Heidelberg, 2003. http://dx.doi.org/10.1007/978-3-540-24718-0.

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Buttle, Francis, and Stan Maklan. Customer Relationship Management. Routledge, 2019. http://dx.doi.org/10.4324/9781351016551.

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Roberts-Phelps, Graham. Customer Relationship Management. Thorogood, 2004.

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Book chapters on the topic "Poor Customer Relationship Management"

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Wilde, Silvio. "Customer Relationship – Customer Knowledge." In Customer Knowledge Management. Springer Berlin Heidelberg, 2010. http://dx.doi.org/10.1007/978-3-642-16475-0_5.

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Jolibert, Alain, Hans Mühlbacher, Laurent Florès, and Pierre-Louis Dubois. "Customer Relationship Management." In Marketing Management. Macmillan Education UK, 2012. http://dx.doi.org/10.1007/978-0-230-36367-0_10.

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Umbach, Günter. "Customer-Relationship- Management." In Erfolgreich im Pharma-Marketing. Springer Fachmedien Wiesbaden, 2017. http://dx.doi.org/10.1007/978-3-658-18482-7_9.

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Walsh, Gianfranco, Alexander Klee, and Thomas Kilian. "Customer Relationship Management." In Springer-Lehrbuch. Springer Berlin Heidelberg, 2009. http://dx.doi.org/10.1007/978-3-540-89136-9_5.

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Plattner, Hasso. "Customer Relationship Management." In Electronic Business Engineering. Physica-Verlag HD, 1999. http://dx.doi.org/10.1007/978-3-642-58663-7_1.

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Schawalder, Michael, Volker Lenz, and Herbert Röllin. "Customer-Relationship-Management." In Industrielle Services strategisch optimieren. Springer Berlin Heidelberg, 2013. http://dx.doi.org/10.1007/978-3-642-36453-2_2.

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Gersch, Martin. "Customer Relationship Management." In Geschäftsbeziehungsmanagement. Gabler Verlag, 2011. http://dx.doi.org/10.1007/978-3-8349-6928-6_8.

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Möhring, Michael, Barbara Keller, and Rainer Schmidt. "Customer-Relationship-Management." In CRM in der Public Cloud. Springer Fachmedien Wiesbaden, 2017. http://dx.doi.org/10.1007/978-3-658-19724-7_2.

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Albrecht, Torsten. "Customer Relationship Management." In Digitalisierung in Industrie-, Handels- und Dienstleistungsunternehmen. Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-21905-5_5.

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Schulze, Jens. "Customer Relationship Management." In CRM erfolgreich einführen. Springer Berlin Heidelberg, 2002. http://dx.doi.org/10.1007/978-3-642-56138-2_2.

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Conference papers on the topic "Poor Customer Relationship Management"

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Jankova, Liga, and Andrejs Lazdins. "CUSTOMER RELATIONSHIP MANAGEMENT IN LATVIA." In 24th SGEM International Multidisciplinary Scientific GeoConference 2024. STEF92 Technology, 2024. https://doi.org/10.5593/sgem2024/5.1/s21.58.

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Understanding the nature and role of customer relationship management (hereinafter CRM) is an important prerequisite for business success. A customer requires the company to adhere to certain quality standards as well as affects the performance and management of the company. Customer relationships could be managed and developed to attract new customers and increase business profitability and customer loyalty. The customer is the most valuable asset of a company that helps to achieve goals set by the company. In Latvia, the need to view customer relationships as important in business management
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Kopare, Anand, Ajim Shaikh, Jitender Kumar Sharma, and Ganesh Waghmare. "AI-Enabled Customer Insights: Transforming Marketing and Customer Relationship Management." In 2024 International Conference on Knowledge Engineering and Communication Systems (ICKECS). IEEE, 2024. http://dx.doi.org/10.1109/ickecs61492.2024.10616723.

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Ito, Márcia, and Débora Pereira. "Proposta de um Ambiente Colaborativo para a Coordenação de Cuidado de Pacientes Crônicos." In ncipais do Simpósio Brasileiro de Computação Aplicada à Saúde. Sociedade Brasileira de Computação - SBC, 2015. http://dx.doi.org/10.5753/sbcas.2015.10382.

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O modelo GRPC (Gestão do Relacionamento do Paciente Crônico) usa os conceitos de CRM (Customer Relationship Management) na gestão do relacionamento entre o paciente e seu médico para melhorar a assistência médica. Porém, coordenar as atividades de assistência (coordenação de cuidado) realizadas pelos profissionais que atendem o paciente (time de cuidado) é tão importante quanto aumentar o acesso do paciente aos serviços de saúde. Assim, estendeu-se o modelo GRPC para comportar a gestão do relacionamento do time de cuidado: um ambiente colaborativo que ajude a coordenar a assistência dos pacien
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Nurainun. "Customer Loyalty and Customer Relationship Management." In Malaysia Indonesia International Conference on Economics Management and Accounting. SCITEPRESS - Science and Technology Publications, 2019. http://dx.doi.org/10.5220/0010520300002900.

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Şaykol, Ediz, and Ayşe Seçil Avcı. "Pivotal Points in Utilizing Cloud Services in Turkey." In International Conference on Eurasian Economies. Eurasian Economists Association, 2015. http://dx.doi.org/10.36880/c06.01252.

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The term of Cloud Computing has become a buzzword that almost every single person has heard. Although, it is defined at various platforms in various ways even with exactly different sentences, the most wide-reaching definition was made by NIST as a model for enabling convenient, on-demand network access to a shared pool of configurable computing resources with minimal management effort or service provider interaction. As Cloud Services entered daily lives, organizations and even ordinary people started to manage their business at any time anyplace in solid and reasonable costs with the help of
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Glissmann, Susanne, Lutz Kolbe, Nicholas Romano Jr., and Jerry Fjermestad. "Minitrack: Electronic Customer Relationship Management." In 2007 40th Annual Hawaii International Conference on System Sciences (HICSS'07). IEEE, 2007. http://dx.doi.org/10.1109/hicss.2007.369.

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Gorobeţ, Ilinca. "Customer relationship management (CRM) banking." In International Scientific Conference “30 Years of Economic Reforms in the Republic of Moldova: Economic Progress via Innovation and Competitiveness”. Academy of Economic Studies of Moldova, 2022. http://dx.doi.org/10.53486/9789975155663.51.

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In a condition of fierce competition on the financial market, when banks are losing more and more of their market and customers, CRM banking presents itself as a personalized solution to this problem. The purpose of this research is to highlight the advantages of CRM banking for both the bank and the customer. Research methods will be description, comparison, synthesis. As a result, we will elucidate what CRM banking presents on the domestic market and in international practice.
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Hayati, Isra, and Uun Al Muddatstsir. "Effects Of Customer Relationship Management On Customer Loyalty." In Proceedings of the 1st International Conference on Economics, Management, Accounting and Business, ICEMAB 2018, 8-9 October 2018, Medan, North Sumatra, Indonesia. EAI, 2019. http://dx.doi.org/10.4108/eai.8-10-2018.2288685.

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Jia, Xiuna, and Lin Bai. "The Supplier Relationship Management Applying Management Thoughts of Customer Relationship Management." In 2008 4th International Conference on Wireless Communications, Networking and Mobile Computing (WiCOM). IEEE, 2008. http://dx.doi.org/10.1109/wicom.2008.1602.

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Zhu, Zhixuan. "The Relationship Between Supply Chain Management and Customer Relationship Management." In 2022 7th International Conference on Financial Innovation and Economic Development (ICFIED 2022). Atlantis Press, 2022. http://dx.doi.org/10.2991/aebmr.k.220307.494.

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Reports on the topic "Poor Customer Relationship Management"

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Fotabong, Lounarda, and Aurimas Baliukevičius. The Influence of Supply Chain Management on the Organizational Performance of Supermarket. Vilnius Business College, 2024. https://doi.org/10.57005/ab.2024.2.4.

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Despite the existence of Supply chain strategies put in place by Njeiforbi Supermarket to increase their performance there have still been faced with problems of stock-outs, low customer satisfaction, low profits and long lead times still hamper Njeiforbi Supermarket Buea. The main objective of the study is to investigate the effects of Supply chain management on Organisational performance of Supermarket in Buea case of Njeiforbi The research design adopted for this study was descriptive research survey. A stratified sampling technique was used for this study with a sample size of 35 responden
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Gillenson, Mark L. Sailor Relationship Management: The Use of Customer Relationship Management in Sailor Morale and Retention. Defense Technical Information Center, 2002. http://dx.doi.org/10.21236/ada405493.

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Pasupuleti, Murali Krishna. Empathetic AI in Action: Transforming Customer Service with Emotional Intelligence. National Education Services, 2025. https://doi.org/10.62311/nesx/rr725.

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Abstract: This article explores the transformative impact of Emotionally Intelligent AI on customer service, focusing on how AI systems are designed to understand and respond to human emotions with empathy and precision. It delves into the core technologies, such as sentiment analysis, emotion recognition models, and reinforcement learning, that enable AI to provide emotionally aware interactions. Practical applications are discussed, including AI-powered customer support, personalized experiences, and crisis management solutions. The Article also covers the psychological foundations of AI-dri
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Liberman, Babe, Jenny Bradbury, Andrew Vollavanh, and Sana Karim. Innovating for Student Success: District-Led Innovation Showcase. Digital Promise, 2025. https://doi.org/10.51388/20.500.12265/255.

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Student success systems are evidence-based approaches that leverage data, relationships, and student-centered mindsets to systematically address achievement patterns and meet individual student needs. The District-Led Innovation Showcase examines the technology and data systems element, highlighting how schools and districts are developing custom data solutions to address gaps in commercially available products for operationalizing student success systems. District-Led Innovations (DLIs) are solutions that range from simple spreadsheet trackers to sophisticated integrated platforms. The Showca
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LaRaine Ingram, Keisha. Applied Sales Predictive Analytics for Business Development. Vilnius Business College, 2024. http://dx.doi.org/10.57005/ab.2024.1.2.

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In the dynamic business environment, leveraging predictive analytics for sales optimization and business development has become crucial for achieving sustained growth. As the e-commerce landscape continues to evolve, many e-businesses must harness the power of predictive analytics to anticipate sales trends and optimize business development strategies. This paper explores the application of sales predictive analytics, focusing on its role in forecasting sales, optimizing resource allocation, and enhancing customer relationship management. The application of predictive analytics in sales foreca
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Chea, Chou. The Local Governance of Common Pool Resources: The Case of Irrigation Water in Cambodia. Cambodia Development Resource Institute, 2010. https://doi.org/10.64202/wp.47.201008.

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The study seeks out the factors that enable or constrain the good governance of common pool resources in Cambodia, using irrigation water as the case for analysis. It explores the dynamics of community-based natural resource management (CBNRM) and decentralised natural resource management (DNRM) from a local perspective and how these two approaches interact. The study found that CBNRM, an approach that is being implemented locally to manage irrigation water, is working, although unsatisfactorily due to three main constraints. The first is difficulty maintaining the participation of the communi
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Microfinance and households coping with HIV/AIDS in Zimbabwe: An exploratory study. Population Council, 2002. http://dx.doi.org/10.31899/hiv2002.1004.

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The widespread prevalence of HIV/AIDS in sub-Saharan Africa adversely affects millions of households. In recent years, microfinance has been proposed as a strategy to help the households of microentrepreneurs respond to the negative economic impacts of HIV/AIDS. This attention to the potential role of microfinance builds upon earlier research that shows that microfinance institutions (MFIs) that charge commercial rates of interest and use sound business practices can become operationally self-sustainable and help improve the lives of the poor and vulnerable nonpoor. This type of MFI generally
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